CUSTOMER ENGAGEMENT

Accenture

Customer Engagement

Latest Customer Engagement blogs

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Savvy banks look to AI to regain customers’ trust

The pandemic has shown us the dangers of putting efficiency above all else. Systems and processes, at organizations ...

Tech and people top 2022 commercial banking trends
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Tech and people top 2022 commercial banking trends

The move to digital has dominated the conversation about commercial banking in recent years. That conversation is far ...

Building customer connections with care hubs & experience centers
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Building customer connections with care hubs & experience centers

One of the things I hear most from our banking clients today is that, as they increasingly adopt digital technologies, ...

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Transforming banking to adapt to the new world

Ten years ago, the word “bank” evoked imagery of long lineups, heavy paperwork and months-long processing time. ...

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Banking with personality: Advice for CMOs from Thrivers

Everything has changed with the pandemic. Now is the moment for bank marketers to evolve, meeting new expectations and ...

Beyond CX: BX delivers exceptional experiences
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Beyond CX: BX delivers exceptional experiences

In my previous post, I started the conversation about the Business of Experience (BX). I encouraged Canadian banks to ...

The digital customer is here to stay – five principles to keep them engaged
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The digital customer is here to stay – five principles to keep them engaged

In my first blog in this short series on how the behaviour of UK financial services customers has changed amid the ...

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How to build future-ready, intelligent operations that drive customer experience and faster growth

In my first blog on the future of banking operations in a post COVID-19 world, I examined why banks must reduce their ...

The rise in consumers’ digital engagement: a blessing or a curse for UK banks?
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The rise in consumers’ digital engagement: a blessing or a curse for UK banks?

One of the clearest impacts of the pandemic has been to accelerate consumers’ long-running migration to mobile and ...

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Accenture Banking Experience Reimagined

The banking experience reimagined

Accenture identifies four opportunity areas for reinventing the banking customer experience and reinforcing trust in banking relationships.

Customer Engagement Authors

Jared Rorrer

Managing Director – Global Commercial Banking Lead

Peter Kirk

Global Customer Insight & Growth Lead – Financial Services

Laura O'Sullivan

Managing Director – Banking, UK & Ireland

Adrien Kirschfink

Managing Director – Financial Services, Customer Insight & Growth

Naim Alame

Payments Lead – Financial Services, Middle East

Fabrice Asvazadourian

Managing Director – Strategy & Consulting, Banking Lead, Europe

Jess Murray

Managing Director – Song, Banking & Capital Markets Lead, North America